primary account holder

16 Topics

Unable to Set Primary Account Holder
I switched to T-Mobile last year in November. I bought my phone outright and ported my number over. I have discounts available through my employer but had to wait 120 days before I could convert my account. Also had to wait to set up DIGITS so I could use cellular on my Apple Watch. No big deal. Maybe a month or a month and a half ago, I was finally able to set up the cellular feature for my watch and then I converted consumer account to an ANR (Dealer Account). When it converted I got a notification saying there is no assigned primary account holder. Mind you, I’m the only user in the account. I contacted support. They couldn’t seem to understand my issue and it wasn’t resolved. A few minutes after I ended that call. Another rep called and tried to assist me. They were able to verify I am the primary account holder. The notification went away after signed out, deleted the T-Mobile app, re-downloaded it and signed it. Fantastic. That was a week or two ago. Today, I was trying to price adding a cellular iPad to my plan. For starters, any time I want to buy a device it prompts me to call customer service. What is this, QVC in 2002? No. I’d like to buy a device online and pay whatever I have to pay and have it shipped to my home or pick it up in store. Besides, calling and ordering something comes with a $30 Service fee. When I tried to activate cellular service on my watch the first time they told me it would cost $50. I waited and got three months free. Anyway. I discovered a different web portal, manage.my.t-mobile.com. You can make changes to your account and ship through there as well. Well, when I try to shop, the first thing I see is ”only primary account holders can add a line”. Mind you, again, I’m the only person on this plan. On the normal site if you go to *Profile->Line Settings-> Permissions* you can select your primary account holder. But for me, that’s not option. I can only assume it’s because IM THE ONLY PERSON ON MY PLAN. i kept asking the support rep I spoke with if the issue has anything to do with the fact that I have a special dealer account. She neither confirmed or denied that. She passed me on to a technical support rep who submitted a ticket to engineering who I know I’ll never hear from. And I get it. These people helping you over the phone aren’t really trained to solve the issue. They just read a script. I work at Apple. I deal with the poor expectations they set with customers every day. What I think it boils down to, is T-Mobile needs to address their app and website. They are both terrible. Especially the app. You can’t do anything besides pay your bill honestly. If you want to add a line it prompts you to call customer support. If I do it on a computer, I’m not a primary account holder. Every time I log in, it resets the type of phone I have. I have a 128GB iPhone XR. Sometimes it says black. Sometimes it says blue. Sometimes it says white. So anyway, I’m gonna log in to Dealer account portal when I get to work tomorrow to see if there’s something I need to do there in order to add lines to my account and verify I’m the primary account holder. On the phone they said everything looks fine on their end. So I don’t know what’s real anymore. So sorry for the long schpeel. But I’m trying to be as descriptive as possible. Has anyone else ever had this issue?
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aagenor15
12 days ago Place Accounts & Services
8.6KViews
1like
11Comments
primary account holder
How do I set the primary account holder I just signed up for t mobile in the beginning of the month and can't figure it out I can't do much with my account thank you
Baggattad
8 months ago Place Accounts & Services
143Views
0likes
0Comments
Unable to set myself as the primary account holder
T-mobile is the bane of my existence. It says my primary account holder is missing and I AM UNABLE TO REGISTER AS THE PRIMARY ACCOUNT HOLDER. I am going to call you everyday and have a fight about this everyday and try everything in my power to port of your disrespectful service. Release my phone number out of this stupid family plan. How useless can a company be? That is my question.
aybukesahin
2 years ago Place Accounts & Services
4.9KViews
0likes
8Comments
No longer primary account holder?
Just migrated the billing from Sprint to T-Mobile. I have two lines. Now I can only view one line and I can’t even view my bill details as I am no longer the primary account holder. I don’t see how this is possible since I am the only one listed on the account. How do I re-gain my permissions as primary account holder?
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hineighbor
2 years ago Place Accounts & Services
1.8KViews
1like
3Comments
T-mobile gave my personal account to someone else
I was given my phone and was informed that it was mine to keep and do as I please even make a tmobile online personal account to manage it. I made the personal account in hopes the company had apps for security and games ect I had full access to my account and I started the account using my identification information and personal email. Then I found a data breach in 1 of the credit reports so I contacted T-mobile to find out how to handle the breach the rep said he was unable to login to my account stating that if I wasn't the account holder I wouldn't be able to login and view the billing side of my account mind you I made a personal account using my email and DOB Ect. I logged in and that was months ago even still today I am still able to view the billing side of my account. However T-mobile after the first phone conversation and the first rep congratulating me he said that my account was the first he had ever seen where the company owed the consumer money and not consumer owing T-mobile. Since then T-mobile has yet again allowed or has given out personal identification out to unknown individuals who didn't have my information associated with the phone. So they being T-mobile gave my personal account to some unknown business and stripped me of my account permissions. Your not going to believe why though. Someone deposited funds into my personal account that was made with my email address not some business account with several phone lines under the business account. Which as of now I am actively looking for attorneys to settle this issue but of course the shotty services on my phone now I get alot of dropped calls, web pages time out or just freeze on top of redirects to pages I didn't want in the first place.
sh3d3vilinme
3 years ago Place Accounts & Services
859Views
0likes
2Comments
Dad is primary account holder
So about 5 yrs ago, my dad became the primary account holder when a (likely Asian) T-Mobile associate approved it without my consent. He told me after the fact because it’d save us about $10-20/mo. Fine, no problem. Fast forward to January 2020, Dad moves back to Taiwan and I lose touch with him. Now I’m stuck with no way to get my account back because I’m no longer the primary account holder and I have no way of getting in touch with him. The T-Mobile associates I talked to all say I need to get his permission. This was originally my account for 8 yrs before he was added on (I was solo) and now I don’t know how to take back my account? to add: The reason why I believe it’s an Asian associate is because my Dad’s English is subpar at best and my stepmom had MY credit ran (also without my consent) by an Asian associate years prior to this when they went around shopping for family plans.
tkf99
3 years ago Place Accounts & Services
273Views
0likes
1Comment
unable to verify myself as primary account holder
Im a new employee and i recently switched over to tmobile for my discount and i registered for a tmobile account but whenever i enter in my pin or last 4 of social it is unable to verify me. The app now says i exceeded the amount of tries and wont let me enter my pin or social..i called customer care and they were unable to help me. How can i set myself as the primary account holder when it wont accept my pin or social??
Solved
Carmenn1994
3 years ago Place Accounts & Services
1.7KViews
0likes
5Comments
Primary Acct Holder
I cannot log into app. It says get permission from primary acct holder. That would be me. Talked to 4 reps last night still unresolved.
KaBaBay
3 years ago Place Accounts & Services
130Views
0likes
1Comment
Primary account holder issues
I have been trying to explore my options online to upgrade my phone but the website is saying that I do not have permission from the primary account holder. This makes absolutely no sense since the only other person on my plan is my 13 year old son, I am the primary account holder! I do not want to go in and have to do this since they charge extra for that. I used to be a Sprint customer and since the switch to Tmoble I have had nothing but problems and a considerably higher bill too. Not to mention the lack of service all of a sudden too. I thought the lack of service could be because my phone is old, a Samsung s10, but I can't even upgrade online because I don't have "permission". Now all of a sudden there is no longer an option to even talk with someone online via chat. I do not have time to sit on the phone for hours. Help someone!
Kknapik86
3 years ago Place Accounts & Services
5.3KViews
0likes
3Comments
Respect for Death of Sole/Primary Member
I, Son, Called and and notified T-Mobile of my father (The Sole T-Mobile Member) of his death and I was told the account would be closed but the account is still active, they have charged his credit card (I turned off auto pay), and now they are sending paper bills. How do I get T-Mobile to cancel the account and respect his passing?
DJD
3 years ago Place Accounts & Services
1.4KViews
0likes
4Comments